Job Description:
Purpose of Job
The role is focused on supporting our Team Members with IT services and infrastructure in our Americas region and will involve working as part of a cross-functional global technology team. The ideal candidate will manage and support PC’s, mobility, server, and network systems within the Americas region in compliance with Collinson policies and PCI-DSS controls. The candidate will work alongside other Collinson technical teams, personnel, and external suppliers to contribute to and continuously improve upon our service and infrastructure support capabilities. In addition, the candidate will work with first- and second-line internal customer support enquiries, ad-hoc operational support and be responsible for training Team Members of Collinson services as appropriate. This position also contributes to the overall governance and success to maintaining yearly PCI-DSS certification.
Key Responsibilities
What You'll Do:
The ideal candidate must demonstrate the ability to:
Respond to user requests for service; troubleshoot incidents and problems, develop solutions; make minor repairs to equipment and arrange for other service needs as appropriate
Manage the day-to-day incidents and service requests resolving them in a timely manner utilizing the ITSM tool of record
Verify scheduled backups have completed as expected as part of maintaining a working end user compute environment
Refine and document the build and deployment processes, ensuring these are transparent, reliable, efficient, and repeatable as part of the deployment lifecycle
Install and support Microsoft Office applications including Exchange and Office 365 software and additional approved, as needed, software
Ensure software and support license details are logged and assets are tracked
Perform basic PC, network, and mobility troubleshooting
Analyze server and network activity and maintain performance monitoring systems as well as other software programs e.g., intrusion detection, virus scanning applications, etc.
Assist with maintaining local servers, VPNs, and system backups ensuring compliance with Collinson requirements and PCI-DSS controls
Assist with creating, editing, and maintaining user accounts, permissions, and passwords
Ability to identify problems and proactively suggest ways to improve processes as applicable
Communicate with other Collinson IT teams, awareness of new or revised solutions, improved security processes and the development of new attacks and threats
Training – help develop and lead an on-going training (Tech Bar) program based on end-user feedback requests
Contribute to Knowledge Base content in line with writing styles and content guidelines
Create / Maintain / appropriate User Guides and publish updates as needed
Submit a weekly status report to Line Manager
Knowledge, skills, and experience required
What You'll Need:
Bachelor’s Degree in MIS or CS or s Degree or Applicable Trade School Degree and 3-5 years applicable working history
Microsoft Certified Professional preferred
ITIL Foundations v4 preferred
CompTIA A+ preferred
CompTIA Network + preferred
CCNET a plus
Both AWS and Azure applicable Foundation’s certifications preferred
HDI Support Centre Analyst and / or Desktop Support Technician and / or Technical Support Professional preferred
Experience with MDM technology
Experience in supporting MACs in an enterprise environment a plus
Experience working with Avaya VOIP and Omni Chanel technologies
Ability to speak Spanish and or Portuguese is a plus
Additional Experience Plus
Must have excellent interpersonal skills and provide a positive customer experience
Maintain and enhance a balanced multi-platform technical skillset (participate in applicable skillset training)
Ability to prioritize and perform multiple tasks
Excellent attention to detail
A caring attitude, high standards of conduct and professionalism
Flexible in work schedule knowing there will be times service restoration, updates or other work may…